Contenu connexe Similaire à Smau Milano 2011 Marilu Tallarico (20) Smau Milano 2011 Marilu Tallarico1. A day in the life of a Social
Business
Marilú Tallarico
SugarCRM Italy
2. Social Business and Social CRM
GETTING STARTED
• The business context
• The essential characteristics
• Getting started
• A live example: case study
• Recommendation
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6. Start With the Customer
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7. Put the customer at the center
CRM
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8. CRM
Customer
Relationship
Management
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9. CRM
CRM is about Customers
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10. CRM is about Acquiring,
Retaining and Growing
Customers
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11. Enable the sales edge
INNER CORE SALES EDGE CUSTOMERS
SALES
CUSTOMER
SERVICE
CALL
CENTER
MARKETING
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13. CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERS
SALES
CUSTOMER
SERVICE
CALL
CENTER
MARKETING
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14. Social CRM
Social CRM is an
extension of, not a
replacement for, CRM
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16. CRM Made Simple Social CRM
Intuitive
Open
Flexible
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17. 6 Steps to Getting started with Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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18. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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19. Social CRM
Open
Technology
" Open Systems
" Users Have Control
" Web Standards: ie iPad
" Reasonable, predictable cost
Community
" Hundreds of customised and
tailor made Extensions
" Qualified Partners:
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20. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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21. Social CRM
Intuitive
For Users
" Web 2.0 User Experience
" Works the Way YOU Work
For Administrators
" Simple Customisation
" Seamless Upgrades
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22. Getting started with Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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23. 360 Degree View of the Customer
CRM Activities External data sources
• Customer Support • ERP
• Marketing • Market Data
• Sales • HR
Specialised Tools
• Web Analysis
• Business Intelligence
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24. IBM and SugarCRM: integrated offerings
LotusLive TM
LotusNotes
SPSS
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25. Getting started with Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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26. SugarCRM Cloud: Run Anywhere
RUN ANYWHERE
• Any Device
• Any Platform
• Any Cloud
On Site
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27. Expands SugarCRM’s Global Reach
Sugar On-Demand + Sugar on IBM SmartCloud Enterprise
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28. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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29. Step 5: Provide collaboration tools
Collaboration Conferencing
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30. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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31. Twitter Feeds on Your Dashboard
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34. Hillel Uses Social CRM to Connect with
College Students
• Hillel is the largest organization in the world with a
focus on university-age Jewish student
• Hillel serves young adults at more than 550
colleges and communities in North America,
SouthAmerica, Israel, and the former Soviet
Union.
• Hillel seeks to enrich the lives of Jewish
undergraduate and graduate students
38. Write Comments to Facebook Wall from Sugar
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40. “Our newly updated REACH database program
powered by Sugar Professional even features a
mobile application that allows students and
professionals to track their interactions and
relationship-building in the fast paced and
constantly changing world in which our college
students live.”
Wayne L. Firestone
President, Hillel: The Foundation for Jewish
Campus Life
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41. Components of a Social CRM
Conferencing Cloud
•
•
•
•
Collaboration Social Tools
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42. RECOMMENDATIONS:
Social Business and social CRM
" Start with the customer
" Choose an Open CRM System
" Enable a flexible, Cloud 2.0 infrastructure
" Integrate Collaboration and conferencing
" Allow Users to use their social tools of choice
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43. Microsoft The Sweeter Road
Oracle
SFDC
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44. Thank you
Marilú Tallarico
mtallarico@sugarcrm.com